Vice President, Customer Marketing Marketing Location: Remote, United States Description At Torrid we're committed to cultivating a welcoming, inclusive and diverse culture driven by a focus on open dialogue, empowerment, recruiting, training, development and retention. We believe inclusion of diverse backgrounds and perspectives is fundamental to our success. The Vice President of Customer Marketing is a strategic leadership role responsible for defining and leading the end-to-end customer engagement strategy across all owned customer touchpoints for Torrid. This executive will oversee the vision, strategy, execution, and performance optimization of key customer marketing functions including Email & SMS Marketing, the Torrid Rewards Loyalty Program, Torrid Credit Card marketing, Gift Card marketing, customer lifecycle communications, and Consumer Research & Insights. This role is responsible for building a highly personalized, customer-centric marketing ecosystem that strengthens customer relationships, increases retention and lifetime value, and drives profitable revenue growth across channels. The VP of Customer Marketing will serve as a key architect of Torrid’s customer strategy, leveraging data, insights, segmentation, and innovation to deepen customer engagement and brand loyalty. The ideal candidate brings deep expertise in CRM and lifecycle marketing within a retail environment, combined with strong strategic leadership, analytical rigor, and a passion for understanding the customer. This leader must be equally comfortable driving enterprise-level strategy, influencing executive stakeholders, and leading high-performing teams focused on executional excellence. What You’ll Do: Customer Marketing Strategy & Leadership - Develop and lead Torrid’s enterprise customer marketing strategy across all owned customer touchpoints. - Create a holistic customer engagement roadmap focused on acquisition, onboarding, retention, reactivation, loyalty, and customer lifetime value growth. - Lead the evolution of Torrid’s customer communication strategy across email, SMS, push notifications, direct mail, loyalty, credit card, and gift card marketing. - Establish long-term customer growth strategies aligned to brand, merchandising, digital, and financial objectives. - Serve as a key strategic advisor to executive leadership on customer trends, engagement opportunities, and retention strategies. - Build and lead a high-performing customer marketing organization focused on innovation, agility, and measurable business impact. CRM, Lifecycle & Owned Channel Marketing - Oversee strategy, execution, and optimization of all owned communication channels including Email, SMS, Push Notifications, and Direct Mail. - Own the customer contact strategy, campaign governance, and lifecycle communication roadmap. - Lead development of highly personalized, segmented customer journeys that improve engagement, conversion, and retention. - Drive innovation in messaging strategy, content personalization, frequency optimization, and cross-channel orchestration. - Ensure cohesive storytelling and customer experiences across all touchpoints and customer segments. - Partner closely with Creative, Merchandising, E-Commerce, Brand Marketing, and Analytics teams to align customer communications with business priorities. Loyalty, Credit Card & Gift Card Marketing - Lead strategic marketing and customer engagement initiatives for the Torrid Rewards loyalty program. - Develop programs that increase loyalty participation, customer retention, frequency, and member lifetime value. - Partner with financial and external partners to drive acquisition, activation, usage, and retention of the Torrid Credit Card program. - Oversee customer marketing strategies supporting Gift Card acquisition, activation, and incremental customer spend. - Identify opportunities to better connect loyalty, payments, and customer engagement strategies into a unified customer ecosystem. - Develop targeted campaigns and member experiences that strengthen emotional connection and customer advocacy. Customer Insights & Consumer Research - Oversee Consumer Research and Customer Insights functions to ensure the voice of the customer informs business strategy. - Lead quantitative and qualitative research initiatives focused on customer behaviors, preferences, motivations, and brand perception. - Translate customer insights into actionable strategies that improve customer experience, marketing effectiveness, and business performance. - Partner with Analytics and Data Science teams to refine customer segmentation, predictive modeling, and personalization capabilities. - Drive a culture of customer-centric decision making throughout the organization. Personalization, Segmentation & Optimization - Champion advanced segmentation and personalization strategies leveraging behavioral, transactional, demographic, and predictive data. - Drive lifecycle marketing innovation through dynamic content, automation, AI-driven targeting, and customer journey orchestration. - Lead testing and optimization strategies including A/B and multivariate testing across channels. - Continuously improve key performance metrics including retention, repeat rate, engagement, conversion, AOV, loyalty participation, and customer lifetime value. - Ensure customer contact cadence balances revenue objectives with a best-in-class customer experience. Performance Management & Analytics - Establish KPIs, reporting frameworks, and performance benchmarks across all customer marketing functions. - Deliver actionable insights and strategic recommendations to executive leadership. - Partner with Finance and Analytics teams to measure incremental revenue impact, ROI, and long-term customer value creation. - Ensure compliance with all customer communication and data privacy regulations including CAN-SPAM, TCPA, GDPR, and applicable consumer protection standards. Team Leadership & Cross-Functional Collaboration - Recruit, develop, and mentor a best-in-class customer marketing organization. - Foster a high-performance culture centered on accountability, innovation, collaboration, and customer obsession. - Lead and manage agency, platform, and technology partners to drive operational excellence and innovation. - Collaborate cross-functionally with Digital, Merchandising, Planning, IT, Data & Analytics, Finance, Creative, and Store Operations teams. - Influence organizational alignment around customer strategy and customer experience priorities. What You’ll Need: - 12–15+ years of progressive leadership experience in CRM, lifecycle marketing, loyalty, or customer marketing within retail, apparel, or specialty retail environments. - Proven executive leadership experience building and scaling customer marketing organizations. - Deep expertise in email marketing, SMS, loyalty marketing, customer segmentation, and personalization strategies. - Strong understanding of retail and e-commerce KPIs including customer acquisition, retention, repeat purchase rate, AOV, engagement, and customer lifetime value. - Experience leading loyalty and/or credit card marketing programs preferred. - Demonstrated success driving measurable revenue growth and customer retention through owned channels and lifecycle marketing. - Strong analytical and strategic thinking capabilities with ability to translate customer data into business action. - Experience with CRM and marketing technology platforms such as Salesforce Marketing Cloud, Braze, Iterable, Klaviyo, Adobe, or similar platforms. - Strong executive presence with exceptional communication, leadership, and cross-functional influence skills. - Customer-first mindset with passion for building emotionally resonant customer experiences. - Bachelor’s degree required; MBA or advanced degree preferred. What You'll Get: - A culture where people are accepted and encouraged to be who they are. - Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses. - Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account - Generous 50% employee discount and access to employee-only sales. - Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community. - Tuition reimbursement program - Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more. - Discounts on cell phones, and computer purchases, entertainment tickets and more. - Pet insurance for your fur babies. - Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women. - You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization. Base Salary Range: $250,000 - $300,000